Tong Hai Medical Pte. Ltd.

At Tong Hai Medical, we encourage customers to confirm product specifications, sizes, quantities and suitability before completing their purchases.

Our cancellation, exchange and return arrangements are intended to provide clear expectations while recognising the hygiene, safety and product-integrity requirements of medical supplies, nursing consumables and rehabilitation equipment.

1. What is your product exchange policy?

Discretionary exchanges may be accepted for eligible products presented within 3 working days of the applicable purchase or delivery date.

Products must remain unused, unopened, in their original condition and suitable for resale.

Original manufacturer packaging, seals, accessories and accompanying components must remain complete and intact, where applicable.

The complete saleable unit, including its original packaging and quantity as purchased, must be presented for inspection.

Customers must provide the original receipt or other acceptable proof of purchase.

All discretionary exchanges are subject to physical inspection and final approval by Tong Hai Medical.

2. How is the exchange period calculated?

For purchases made at our physical store, the exchange period is calculated from the purchase or invoice date.

For delivered purchases, the exchange period is calculated from the delivery date.

The 3-working-day period begins on the following working day.

For exchange purposes, working days refer to Monday to Saturday, excluding Sundays and Singapore public holidays.

Products must ordinarily be presented at our store for inspection within the prescribed period.

Exchange requests made after this period are not ordinarily accepted, even if the products remain unused, unopened or in their original packaging.

Contacting our team within the exchange period does not automatically extend the deadline for presenting the products.

These conditions apply to discretionary exchanges and do not limit statutory remedies for defective or non-conforming goods.

3. Where and when can exchanges be made?

All discretionary exchanges must be completed in person at our retail premises.

Exchange hours: Monday to Saturday, from 12:00 pm until store closing, excluding public holidays.

Customers must bring the products, original packaging and proof of purchase for physical inspection.

Mail-in or delivery-based discretionary exchanges are not part of our standard arrangements.

4. Which products are excluded from discretionary exchanges?

For hygiene, safety, product-integrity and commercial reasons, discretionary exchanges are not accepted for the following categories:

• Compression stockings

• Face masks

• Food thickeners

• Nutritional feeds and formulas

• Protein supplements

• Products purchased at promotional prices

• Rehabilitation equipment

Additional product-specific exchange restrictions may apply where disclosed before purchase.

These exclusions apply to discretionary exchanges and do not exclude statutory remedies for defective, incorrectly supplied or non-conforming goods.

5. Can I enquire about an exchange before visiting?

Yes. Customers may contact Tong Hai Medical to enquire about product exchange eligibility.

Any advice or preliminary indication given by telephone, WhatsApp or in person without physical inspection is based on the information provided by the customer and does not constitute final approval.

An invitation to bring a product to our store for assessment does not guarantee that the exchange will be accepted.

All discretionary exchanges require physical inspection before final approval.

Tong Hai Medical may decline an exchange where inspection establishes that the applicable conditions have not been satisfied.

6. Can I exchange for a product of a different value?

Approved discretionary exchanges may be made for eligible Tong Hai Medical merchandise of equal or higher value.

Where the replacement product is more expensive, the customer must pay the difference.

Discretionary exchanges for lower-value items, cash refunds or refunds of price differences are not available.

Exchanges are limited to eligible merchandise purchased from Tong Hai Medical Pte. Ltd.

Products purchased from Tong Hai Department Store or other businesses cannot be exchanged against Tong Hai Medical merchandise.

All exchanges remain subject to the applicable conditions, product availability and final inspection.

7. Can I return a product if I change my mind?

Tong Hai Medical does not generally accept returns or provide refunds for change-of-mind purchases once the goods have been supplied.

Customers are encouraged to check product specifications, sizes, quantities and suitability before completing their purchase.

Defective, incorrectly supplied or non-conforming products will be assessed separately in accordance with applicable Singapore law.

8. Can I cancel a confirmed order before delivery or collection?

Customers wishing to cancel a confirmed order should contact Tong Hai Medical as soon as possible.

Customer-initiated cancellation requests for ordinary ready-stock products may be considered according to the order status and applicable purchase conditions.

Where a cancellation is accepted for reasons unrelated to any error or failure by Tong Hai Medical, a 15% Transaction Handling and/or Restocking Fee applies to the value of the cancelled items.

The fee is calculated on the GST-inclusive value of the cancelled merchandise. The resulting fee is also inclusive of GST, with no additional GST charged on top.

The fee applies only to cancelled merchandise, not to items retained in the order.

For example, if the value of the cancelled items is S$100, the fee is S$15 and the refundable balance is S$85, before any other applicable adjustments.

The applicable charges and final refundable amount will be communicated before the cancellation is processed.

The fee does not apply where doing so would conflict with applicable statutory rights or remedies.

9. What happens if I cancel only part of my order?

Where a partial cancellation is accepted, the applicable 15% Transaction Handling and/or Restocking Fee is calculated only on the cancelled merchandise.

Delivery eligibility will be reassessed based on the revised merchandise value after cancellation, inclusive of GST and excluding delivery charges.

If the remaining merchandise value falls below the S$180 free-delivery threshold, the standard S$10 delivery charge will apply where delivery has not already been completed.

Any cancellation fee, delivery charge adjustment and refundable balance will be communicated before the cancellation is processed.

10. Can pre-order items be cancelled?

Pre-order items are products specially ordered or procured following a customer's confirmed request.

The applicable pre-order conditions will be communicated before payment.

Once a pre-order has been confirmed and payment received, customer-initiated cancellations or refunds arising from a change of mind are generally not accepted.

Where Tong Hai Medical is unable to fulfil the order as agreed, or where applicable law requires a remedy, the circumstances will be reviewed and an appropriate resolution provided.

11. What about bulk orders and specially sourced items?

Bulk orders, specially sourced products and purchases involving particular procurement arrangements may be subject to separate cancellation, amendment, exchange and refund conditions.

These conditions will be communicated and agreed upon before order confirmation and payment.

Where separate written terms have been agreed, those terms apply to the relevant transaction, subject to applicable law.

12. Can organisation-funded or subsidised purchases be exchanged?

Products purchased, funded or subsidised through healthcare institutions, charitable organisations, assistance programmes or other sponsoring organisations may be subject to separate product approval, exchange and refund conditions.

Where an organisation has purchased and fully paid for goods on behalf of a recipient, requests for discretionary changes or exchanges should be directed to the purchasing organisation.

For purchases involving co-payments or partial subsidies, any exchange, substitution, cancellation or refund must comply with the applicable programme requirements, approved product specifications and purchasing conditions.

Recipients must obtain the necessary authorisation before requesting changes to organisation-funded or subsidised products.

Tong Hai Medical may decline discretionary requests that are inconsistent with the applicable funding arrangements or approval conditions.

Defective, incorrect or non-conforming goods will be assessed separately, in consultation with the relevant parties where appropriate and in accordance with applicable law.

13. How are approved refunds processed?

Where a refund has been approved, Tong Hai Medical aims to process it within 5 working days from the date of approval.

For refund processing, working days refer to Monday to Friday, excluding Singapore public holidays.

Refunds are generally made through the original payment method where reasonably practicable.

Depending on the transaction and payment channel, approved refunds may be made through PayNow, bank transfer, cash collection or another agreed method.

Cash refunds may require collection in person at our retail premises.

For GrabPay payments, refunds will be processed through the original channel where supported. Where the original channel is unavailable, an alternative refund method may be arranged with the customer's agreement.

Customers are required to verify their identity and relevant refund details before the refund is released.

The five-working-day period refers to Tong Hai Medical's processing of an approved refund. The time taken for funds to reach the customer may depend on the financial institution or payment provider.

Any applicable statutory refund timeframe will prevail.

14. What if a product is defective, incorrect or does not conform to the order?

Customers are encouraged to inspect their purchases promptly and report missing, incorrect, damaged or otherwise discrepant items within 3 working days from the purchase or delivery date, as applicable.

For this purpose, working days refer to Monday to Saturday, excluding Sundays and Singapore public holidays.

Where a product defect becomes apparent later, customers should inform Tong Hai Medical as soon as reasonably practicable after discovering the issue.

Please contact our team with proof of purchase, details of the issue and supporting photographs where available.

Tong Hai Medical may request further information or inspection to assess the product's condition and the circumstances of the claim.

Claims will be assessed according to the nature of the issue, available evidence, product condition, applicable warranty terms and relevant Singapore law.

Depending on the circumstances and applicable legal requirements, remedies may include repair, replacement, price adjustment or refund.

The 3-working-day reporting period is intended to facilitate prompt investigation of purchase and delivery discrepancies. It does not exclude or limit statutory rights or remedies for defects or non-conformities discovered later.

15. How can I request assistance?

Please contact our team and provide your invoice number and relevant product details.

Tong Hai Medical Pte. Ltd.

Telephone: +65 6453 7075

WhatsApp: +65 9027 7888

Website: https://tonghaimedical.com

Important Information

Discretionary exchanges, cancellations and refunds are subject to the applicable transaction conditions, verification requirements and product eligibility.

Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded under applicable Singapore law.

Last updated: 18 October 2026